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Optain, Senior Operations Manager
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About Aegis Ventures
Aegis Ventures partners with entrepreneurs and industry leaders to launch and scale transformative companies in digital health and artificial intelligence. Our platform brings together market-shaping ideas, growth capital, and ambitious individuals to solve major societal problems. With a focus on innovations in healthcare, Aegis has launched four successful portfolio companies in partnership with Northwell Health and recently announced the Digital Consortium to co-develop, invest in, and launch new companies.
About the Company
Optain is a revolutionary healthcare company that uses groundbreaking clinicians, software, and hardware technology to rethink care. We use the eye as a window to the body to improve the way we screen, manage, and treat eye and systemic conditions. Optain is committed to expanding and improving care through a combination of our teleophthalmology clinical team, our AI and machine learning technology, and our best in class fundus camera. Optain targets front-line screening and new care settings at an accessible price. At a systemic level, this not only ensures greater access to care but also promises to reduce the strains of an overburdened healthcare system.
Optain’s recently closed Series A (led by major US private equity firms, strategic investors, and health systems) was done with the expectations of rapid commercial growth. Optain has achieved regulatory clearance and commercial adoption of its product suite in global markets, including Australia, the Middle East, and Europe, and is actively scaling across multiple health systems in the US.
About the Job
As the Senior Operations Manager, you will be a direct extension of the VP of Operations, taking ownership of the execution-heavy work that keeps the business running today while building the systems that make it scale tomorrow. Optain is at an inflection point: we have FDA clearance, a growing camera footprint, and a commercial pipeline that is moving fast. The operational infrastructure to support that growth is being built in real time, and this role sits at the center of that work.
On any given day that might mean drafting a commercial agreement with a new health system partner, or redesigning the process that makes the next ten contracts faster. It means owning the customer logistics platform that gets cameras to new customers quickly and keeps pace with our sales momentum, from order through onboarding. Supporting a growing clinical ops function, closing policy gaps, helping hire, and stepping into strategic projects wherever a sharp, reliable pair of hands is needed. This is a role for someone who wants broad ownership early, is energized by ambiguity, and takes pride in both the quality of their work product and the clarity of the systems they leave behind.
This is a remote, US-based position.
What You'll Do
- Own end-to-end contract execution for US commercial agreements -- work with the sales team on commercial terms, draft and redline customer contracts, and drive them through to execution
- Build and maintain the contract lifecycle process, including workflow tooling, signing authority routing, and playbooks that make future contracting faster and more repeatable
- Oversee customer logistics: manage camera ordering, inventory, and fulfillment to ensure new customers are onboarded quickly and in step with sales momentum
- Contribute to process design for clinical ops, including building the infrastructure to manage and scale our network of teleophthalmology graders
- Support hiring across the ops division and own onboarding logistics for new team members
- Draft internal policies and SOPs to close operational gaps as the company grows
- Take on strategic projects across ops -- board materials, cross-functional project management, and analysis as needed
What You'll Need
- 1-3 years of experience in investment banking, management consulting, health tech operations, or a similarly rigorous, output-driven environment
- Exceptional written communication and attention to detail
- Strong project management instincts: comfortable holding multiple workstreams simultaneously and driving them forward independently
- A systems thinker who doesn't just execute tasks but asks how to make the next iteration easier and more scalable
- Comfortable using AI tools in day-to-day work; experience building or automating workflows with AI tooling is a strong plus
- Healthcare experience is a plus, not a requirement -- intellectual curiosity and the ability to get up to speed fast matter more
- US-based, comfortable with remote work and occasional travel for team offsites and customer engagements
- Someone who takes ownership seriously, communicates proactively, and is comfortable operating with limited structure -- you will often be defining the process, not following one
What We Offer
- Competitive compensation package, including a strong base salary, performance-based bonus, and the chance to earn upside.
- Top-tier health, vision, dental, and commuter benefits.
- Generous monthly health and wellness reimbursement.
- Unparalleled exposure to new business building at the intersection of artificial intelligence and healthcare.
- The opportunity to help solve difficult problems and collaborate with world-class experts from healthcare provider networks, academia, and industry.
- A chance to work with a highly talented, close-knit team and world-leading mentors who can act as a support network and sounding board throughout your entrepreneurial journey.
Salary Range
- $130,000 - $160,000 base salary, depending on experience and alignment with role expectations.
Why Optain? Make a real difference: Your work will help solve difficult problems as you collaborate with world-class experts from healthcare provider networks, academia, and industry. Join Optain in transforming healthcare with AI!
Aegis Ventures is a proud Equal Opportunity Employer — we recruit, train, compensate and promote our team members based on qualifications. We encourage you to apply regardless of your race, religion, national origin, sex, gender identity, sexual orientation, disability, age, veteran status, or any other applicable legally protected characteristics.
Ready to apply?
Apply to Aegis Ventures
Manager of Clinical Implementation
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About Aegis Ventures
Aegis Ventures partners with entrepreneurs and industry leaders to launch and scale transformative companies in digital health and artificial intelligence. Our platform brings together market-shaping ideas, growth capital, and ambitious individuals to solve major societal problems. With a focus on innovations in healthcare, Aegis has launched four successful portfolio companies in partnership with Northwell Health and recently announced the Digital Consortium to co-develop, invest in, and launch new companies.
About the Company
Optain is a revolutionary healthcare company that uses groundbreaking clinicians, software, and hardware technology to rethink care. We use the eye as a window to the body to improve the way we screen, manage, and treat eye and systemic conditions. Optain is committed to expanding and improving care through a combination of our teleophthalmology clinical team, our AI and machine learning technology, and our best in class fundus camera. Optain targets front-line screening and new care settings at an accessible price. At a systemic level, this not only ensures greater access to care but also promises to reduce the strains of an overburdened healthcare system.
Optain’s recently closed Series A (led by major US private equity firms, strategic investors, and health systems) was done with the expectations of rapid commercial growth. Optain has achieved regulatory clearance and commercial adoption of its product suite in global markets, including Australia, the Middle East, and Europe, and is actively scaling across multiple health systems in the US.
About the Job
As the Manager of Clinical Implementation, you will own the end-to-end clinical implementation journey for US customers—from contract signature through go-live and sustained early adoption. This role sits at the intersection of clinical operations, healthcare IT, and customer delivery, serving as the primary business owner for each implementation and the person accountable for ensuring customers successfully integrate Optain’s Resolve camera and cloud grading platform into their screening workflows.
Reporting to the Head of US Customer Success & Implementation, the Manager will partner closely with Technical Implementation & Support, the Customer Success team, Product Management, and Engineering to deliver a repeatable, scalable implementation process across Optain’s customer base–which includes large health systems, FQHCs, and smaller primary care practices. You will define screening workflows, support EHR integrations (Orders and Results), lead clinical staff training, and drive proof-of-concept KPIs toward target utilization.
This is a remote, US-based position requiring willingness to travel domestically up to 50% of the time for on-site implementations and go-lives.
What You'll Do
- Implementation Business Ownership
- Own the full implementation lifecycle for assigned US accounts, including project planning, milestone definition, go-live readiness criteria, and formal handoff to Customer Success
- Work with the Technical Implementation Management team to build and maintain implementation project plans with clear timelines, dependencies, and escalation paths for each account
- Serve as the primary internal owner for implementation outcomes, coordinating across internal teams and customer stakeholders
- Customer Workflow Design & EHR Integration
- Partner with clinical stakeholders to define screening workflows that integrate Optain’s platform with existing clinical operations and EHR systems (Epic, Athena, and others)
- Collaborate with Technical Implementation to define HL7 interface requirements, VPN/SFTP connectivity, and platform configuration for each customer
- Translate clinical requirements into actionable technical specifications and coordinate with Engineering/Product to resolve configuration or integration issues
- Training & Enablement
- Develop and deliver training programs for clinical staff (technicians, nurses, physicians) on camera operation, image capture, and platform workflow—both in-person and virtual
- Create standardized training materials, quick-reference guides, and clinical workflow documentation for repeatable use across accounts
- Lead on-site go-live support during launch periods, troubleshooting workflow and adoption issues in real time
- POC & Adoption KPIs
- Define and track proof-of-concept success criteria—exam volume ramp, provider adoption rates, image quality compliance, workflow adherence—and drive accountability toward targets
- Partner with Customer Success to ensure a clean transition from implementation to ongoing account management once adoption targets are met
- Process Improvement & Scalability
- Identify patterns across implementations to improve playbooks, templates, SOPs, and the overall implementation methodology
- Contribute to the development of scalable implementation tools and frameworks as Optain’s customer base grows
What You'll Need
- 5+ years of experience implementing clinical software, medical devices, or health IT solutions in US healthcare settings
- Direct experience leading implementations at health systems or large multi-site healthcare organizations, including EHR integration (Epic, Athena, or comparable) and HL7/FHIR interface configuration
- Strong understanding of clinical workflows in primary care, population health, and Quality measures
- Demonstrated experience with clinical change management and staff training/enablement for technology adoption
- Proven ability to manage 5+ concurrent implementation projects with competing priorities and executive stakeholders
- Experience implementing FDA-cleared or regulated medical technology (Class II devices, SaMD, or equivalent)
What You'll Gain
- Competitive compensation package, including a strong base salary, performance-based bonus, and the chance to earn upside.
- Top-tier health, vision, dental, and commuter benefits.
- Generous monthly health and wellness reimbursement.
- Unparalleled exposure to new business building at the intersection of artificial intelligence and healthcare.
- The opportunity to help solve difficult problems and collaborate with world-class experts from healthcare provider networks, academia, and industry.
- A chance to work with a highly talented, close-knit team and world-leading mentors who can act as a support network and sounding board throughout your entrepreneurial journey.
Salary Range
- $110,000 - $130,000 base salary, depending on experience and alignment with role expectations.
Why Optain? Make a real difference: Your work will help solve difficult problems as you collaborate with world-class experts from healthcare provider networks, academia, and industry. Join Optain in transforming healthcare with AI!
Aegis Ventures is a proud Equal Opportunity Employer — we recruit, train, compensate and promote our team members based on qualifications. We encourage you to apply regardless of your race, religion, national origin, sex, gender identity, sexual orientation, disability, age, veteran status, or any other applicable legally protected characteristics.
Ready to apply?
Apply to Aegis Ventures
Manager of Customer Success
Share this job
About Aegis Ventures
Aegis Ventures partners with entrepreneurs and industry leaders to launch and scale transformative companies in digital health and artificial intelligence. Our platform brings together market-shaping ideas, growth capital, and ambitious individuals to solve major societal problems. With a focus on innovations in healthcare, Aegis has launched four successful portfolio companies in partnership with Northwell Health and recently announced the Digital Consortium to co-develop, invest in, and launch new companies.
About the Company
Optain is a revolutionary healthcare company that uses groundbreaking clinicians, software, and hardware technology to rethink care. We use the eye as a window to the body to improve the way we screen, manage, and treat eye and systemic conditions. Optain is committed to expanding and improving care through a combination of our teleophthalmology clinical team, our AI and machine learning technology, and our best in class fundus camera. Optain targets front-line screening and new care settings at an accessible price. At a systemic level, this not only ensures greater access to care but also promises to reduce the strains of an overburdened healthcare system.
Optain’s recently closed Series A (led by major US private equity firms, strategic investors, and health systems) was done with the expectations of rapid commercial growth. Optain has achieved regulatory clearance and commercial adoption of its product suite in global markets, including Australia, the Middle East, and Europe, and is actively scaling across multiple health systems in the US.
About the Job
As the Manager of Customer Success, you will be a hands-on leader who will scale and lead Optain’s US customer success function—owning a portfolio of accounts while managing a growing team of Customer Success Managers and CS Specialists. This role is responsible for driving exam utilization, reducing churn, expanding revenue within existing accounts, and ensuring every Optain customer realizes measurable clinical and business value from the platform.
Reporting to the Head of US Customer Success & Implementation, the Manager will sit at the intersection of commercial execution, clinical outcomes, and operational rigor. You will own the customer health framework, lead quarterly business reviews with health system executives, identify and close SMB upsell opportunities, and partner with US Business Development on enterprise expansion deals. You’ll work closely with the Implementation team, Clinical Operations, and Product Management to channel customer feedback into roadmap priorities.
This is a remote, US-based position requiring willingness to travel approximately 30–40% for customer visits and business reviews.
What You'll Do
-
Utilization & Adoption Management
- Monitor and drive exam utilization metrics across the account portfolio, proactively identifying underperforming accounts and intervening with targeted action plans
- Build and maintain a customer health scoring framework that enables the CS team to prioritize attention, flag at-risk accounts early, and allocate resources effectively
- Partner with Implementation to ensure clean post-go-live transitions and sustained adoption momentum
-
Customer Support & Relationship Management
- Serve as Tier 1 support owner for customer-facing operational questions, triaging issues and escalating technical problems to Engineering/Product or clinical quality issues to Clinical Operations
- Plan and lead quarterly business reviews with customer stakeholders, presenting utilization data, ROI metrics, clinical outcomes, and forward-looking recommendations
- Build trusted, multi-threaded relationships across clinical, operational, IT, and executive stakeholders at each account
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Revenue Growth & Expansion
- Own the upsell motion for SMB accounts—expanding to additional locations, adding users, and upgrading service tiers
- Systematically identify and qualify expansion opportunities across the account base, partnering with US BD to pursue larger enterprise deals
- Contribute to pricing and packaging feedback based on customer conversations and competitive intelligence
-
Voice of Customer & Cross-Functional Coordination
- Aggregate customer feedback, feature requests, and product friction points to inform Product and Engineering roadmap prioritization
- Coordinate with Clinical Operations on grading turnaround times, quality issues, and clinical service delivery that directly impacts customer satisfaction
- Partner with Marketing on case studies, testimonials, and customer reference programs
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Team Leadership
- Manage, coach, and develop a team of CS Specialists—setting account coverage strategy, running team cadences, conducting 1:1s, and building a culture of proactive customer engagement
- Define and track team KPIs including utilization rates, NPS/CSAT, expansion revenue, and response times
What You'll Need
- 5+ years of experience in customer success, account management, or client services in healthcare technology, health IT, or medical devices
- 2+ years of direct people management experience leading a CS or account management team
- Track record of managing a book of business with measurable outcomes: retention, expansion revenue, utilization, and NPS/CSAT
- Experience conducting executive-level business reviews and building ROI narratives for healthcare customers
- Strong data orientation—comfortable pulling and interpreting product usage data to drive customer conversations and internal prioritization
- Experience supporting customers in regulated healthcare environments (FDA-cleared technology, HIPAA, clinical quality standards)
- Experience with CRM platforms (HubSpot or Salesforce) and customer success tools (Gainsight, Totango, or similar) preferred
What We Offer
- Competitive compensation package, including a strong base salary, performance-based bonus, and the chance to earn upside.
- Top-tier health, vision, dental, and commuter benefits.
- Generous monthly health and wellness reimbursement.
- Unparalleled exposure to new business building at the intersection of artificial intelligence and healthcare.
- The opportunity to help solve difficult problems and collaborate with world-class experts from healthcare provider networks, academia, and industry.
- A chance to work with a highly talented, close-knit team and world-leading mentors who can act as a support network and sounding board throughout your entrepreneurial journey.
Salary Range
- $110,000 - $130,000 base salary, depending on experience and alignment with role expectations.
Why Optain? Make a real difference: Your work will help solve difficult problems as you collaborate with world-class experts from healthcare provider networks, academia, and industry. Join Optain in transforming healthcare with AI!
Aegis Ventures is a proud Equal Opportunity Employer — we recruit, train, compensate and promote our team members based on qualifications. We encourage you to apply regardless of your race, religion, national origin, sex, gender identity, sexual orientation, disability, age, veteran status, or any other applicable legally protected characteristics.
Ready to apply?
Apply to Aegis Ventures